30-Day No Quibble Guarantee - Even If You Make a Mistake

We are so confident in the quality and ease of installation of our products that you can return any item purchased from eigerprotection.com for any reason within 30 days, starting from the day after delivery.

Even if you make a mistake during installation, please contact us and we will arrange a replacement.

For unwanted items returned under our voluntary 30-Day No Quibble Guarantee, we can offer a refund of the product price paid, excluding original delivery charges unless required by law. Please see our return guidelines below.

Our guarantee is offered in addition to your statutory consumer rights. Nothing in this policy limits your legal rights, including any applicable right of cancellation or withdrawal, or your rights relating to faulty goods.

Statutory Right of Cancellation / Withdrawal

If you are a consumer in a country where a statutory right of cancellation or withdrawal applies, including the United Kingdom and EU countries, you have the right to cancel your online order without giving a reason. You can exercise this right before your order has been delivered.

The cancellation deadline is 14 calendar days after the day you, or someone nominated by you, receives the goods. If your order is delivered in multiple parcels, the deadline is calculated from the day you receive the final item.

If you cancel before your order has been dispatched, we will arrange a cancellation and refund. If your order has already been dispatched, we may be unable to stop delivery. In this case, we will provide instructions for returning the goods once they arrive. You may be responsible for the return postage costs, as explained below.

To exercise this right, you must inform us of your decision to cancel before the cancellation period expires. You can do this by completing our contact form or emailing info@eigerprotection.com with a clear statement that you wish to cancel your order.

Optional Wording to Use in Our Contact Form

You may copy the following into the message section of our contact form and complete the relevant details:

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product name(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email address:
Date:

Use of this wording is optional. You can also contact us with any other clear statement that you wish to cancel your order. You do not need to give a reason.

Withdrawal notices may also be sent to Frequency 3G Telecom Limited, Emerald House, East Street, Epsom, Surrey, KT17 1HS, United Kingdom.

Returning Goods After Cancellation

After informing us of your decision to cancel, you must return the goods without undue delay and no later than 14 calendar days after the date you notified us.

Unless we have agreed to pay the return cost, or we are required by law to do so, you are responsible for the direct cost of returning the goods.

You may inspect the goods as you would in a shop. However, you may be responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

Refunds Following Statutory Cancellation

Where you exercise a statutory right of cancellation or withdrawal, we will refund the amount paid for the returned goods and any standard outbound delivery charges refundable under applicable consumer law.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery service.

Refunds will be made without undue delay and within 14 calendar days of being informed of your decision to cancel, subject to our right to withhold the refund until we have received the goods or you have provided evidence of having sent them back, whichever is earlier.

We will refund you using the original payment method unless you have expressly agreed otherwise. You will not be charged a fee by us for receiving the refund.

For customers in countries where no general statutory cooling-off right applies, including Switzerland, our voluntary 30-Day No Quibble Guarantee remains available, subject to its conditions.

Where Will My Refunded Payment Go?

Refunds are normally made to the original payment method used when placing your order.

Once a refund has been processed, please allow approximately 5-7 working days for your bank or payment provider to credit the amount to your account.

How Do I Return an Item Purchased from eigerprotection.com?

Please log into your account and find the order you wish to return. From there, you can initiate a return request.

Alternatively, please complete our contact form or email info@eigerprotection.com, advising your order number and the products you would like to return.

We will provide you with a return authorisation number and instructions on where to send the items.

A return authorisation number helps us identify and process your return more efficiently. It is not a condition of exercising any statutory right of cancellation or withdrawal.

Return Guidelines

1. Unwanted or incorrectly ordered items: For returns under our voluntary 30-Day No Quibble Guarantee, we ask that unwanted items are returned in their original packaging and in the same new condition as sold, including all accessories and manuals. These conditions do not restrict any statutory right of cancellation or withdrawal.
2. Installation mistakes: If you make a mistake during installation, please contact us within the guarantee period so that we can arrange a replacement.
3. Return postage: Unless the item is faulty, incorrect, or we are required by law to cover the cost, you are responsible for paying the return postage.
4. Tracking: We recommend using a shipping method that offers tracking or proof of postage. Tracking is not mandatory when exercising a statutory cancellation right.
5. Packaging: Please package returned goods carefully to prevent damage in transit.
6. Return authorisation: Where available, please include your return authorisation number with your parcel to help us process it.
7. Processing time: Please allow approximately 3-5 working days for us to process your return after receiving the goods, subject to any shorter timeframe required by law.

We do not charge restocking fees.

Faulty, Damaged or Incorrect Products

If your product is faulty, arrives damaged, or you receive an incorrect item, please contact us with your order number and details of the problem.

We may ask you to provide photographs or further information to help us understand and resolve the issue. In some circumstances, we may also ask you to return the product.

Where a product is faulty, damaged or incorrect, we will offer an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement, refund or price reduction, depending on the circumstances.

Where required by law, we will cover the reasonable cost of returning faulty, damaged or incorrect goods.

Your statutory rights are separate from our voluntary 30-Day No Quibble Guarantee and any additional manufacturer's warranty. They may continue to apply after the guarantee period has ended.

Exchanges

We are unable to process direct exchanges.

If you would like a different product, please place a new order for the item you require and submit a return request for the original item.

If you received a faulty, damaged or incorrect product, please contact us before placing a replacement order so that we can assist you.

International Returns

If you are returning an item from outside the United Kingdom, please follow the return instructions we provide.

Unless the item is faulty, incorrect, or we are required by law to cover the cost, you are responsible for paying the return postage.

Where a customs declaration is required, please accurately describe the contents as returned goods / customer returns and declare their correct value. Please do not declare returned goods as a gift.

We recommend using a shipping service that provides proof of postage and, where possible, tracking.

If you need assistance with the return process or customs documentation, please contact us before sending your parcel.

How Do I Return an Item If I Did Not Purchase It on eigerprotection.com?

If you purchased your item from another retailer, reseller, distributor or marketplace, please contact the seller you purchased from first, as their returns process will normally apply.

If your product is defective and you are unable to resolve the issue with the seller, please contact us and we will advise whether we can help under any applicable Eiger product warranty.

How Do I Return an Item I Ordered from Amazon?

If you ordered your item from Amazon, please request a return through your Amazon account.

If you are unable to do this for any reason, please contact us, as we may be able to help.

We will need your Amazon order number and the date the order was placed.